THE CUSTOMER CARE TEAM

We want our customers to have a great shopping experience, but we realise that from time to time things can go wrong. If they do, we've made sure you can find any information you need as quickly and easily as possible in our Help and Contact section which is specially designed to help you find answers to commonly asked questions.

In the event you don't find the answer you're looking for, then our Customer ServiceTeam are on hand to help. Simply email them at service@guinnesswebstore.co.uk.

Hours of operation are Monday to Friday 8am – 7pm and Saturday, Sunday and Bank Holidays 10am – 3pm. We will let you know that we have received your query straight away. Then, once we've looked into it, we will get back to you as soon as possible.

UK STANDARD DELIVERY

Deliveries will be made within 5 working days after you place your order [excluding Weekends] e.g. If you order on Wednesday your goods will be delivered by the following Wednesday.

The cost of UK Standard Delivery is £4.95 and your order will be sent out via DHL.

Your order can be delivered anytime between 8am and 8pm and a signature may be required on receipt. Please note you must be over the Legal Purchasing Age when signing for a delivery from Guinness Webstore.

If you are not around to take delivery of your parcel, the carrier will leave a card telling you how you can pick it up.

Unfortunately we cannot deliver on a bank holiday. In this instance please expect your delivery on the next working day.

UK EXPRESS DELIVERY

The following are details of our UK Express Delivery service:

If you order by noon, Monday to Friday, your order will be despatched the same day by DHL.

Orders placed after noon will be despatched the next working day.

If you order anytime on Saturday, Sunday or on a Bank Holiday, your order will be despatched the next working day.

We do not deliver, or despatch on a Bank Holiday so please be aware of any impending ones when you order!

The cost of Express Delivery is £5.95.

Please note you must be over the Legal Purchasing Age when signing for a delivery from Guinness Webstore.

INTERNATIONAL DELIVERY INFORMATION

International shipping is charged on a flat rate basis, regardless of the weight of your parcel.

Standard and Express delivery services are available for most of the countries that we ship to.

Standard delivery is a non trackable service. The express service provides tracking information on your parcels progress.

Shipping will be automatically calculated at the checkout page when both the delivery destination and service option is selected.

The summary of delivery timescales and cost are as follows:

When you place an order, we suggest you have it delivered to a work address rather than a home address, as our couriers only deliver between 8am and 8pm, and will require a signature on receipt.

Your order will be dispatched via DHL.

Any customs or import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel. We have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; you may want to contact your local customs office for further information.

If you aren't available when your parcel is delivered, the delivery driver will leave a card with instructions on how to pick it up.

Please note you must be over the Legal Purchasing Age when signing for a delivery from Guinness Webstore.

I HAVE RECEIVED A FAULTY ITEM

We want all our customers to receive top quality goods so if you think there is a fault with an item you have received, please let us know straight away by contacting our Customer Service Team on 0845 688 5115. We will aim to resolve any issue with a faulty item as quickly as possible but we need you to tell us as soon as you discover the fault so we can resolve the issue for you. Please include as many details as possible about the order and the problem with the goods.

I HAVE RECEIVED AN INCORRECT ITEM IN MY ORDER

If you have received an incorrect item in your order, let us know straight away by contacting our Customer Service Team on 0845 688 5115.

AN ITEM IS MISSING FROM MY ORDER

If your order has been sent separately then the delivery note will only state which items should be in that part of your order.

Please check the delivery notes from each part of your order to make sure you are not missing anything. If something is missing then please get in touch with Customer Service on 0845 688 5115 or email service@guinnesswebstore.co.uk .

You can review our delivery options in more detail so you choose the one that best suits what you need.

WILL I BE CHARGED CUSTOMS AND IMPORT CHARGES?

Any customs or import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel.

Unfortunately, we have no control over these charges, and cannot tell you what the cost would be, as customs policies and import duties vary widely from country to country.

It might be a good idea to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.

DO YOU DELIVER TO WORK ADDRESSES?

We can deliver to your permanent residential address or your place of employment. If you want your delivery to reach you at work, you need to be confident that someone will be there to take receipt of the goods as the courier will deliver to the place not the person. UNFORTUNATELY WE ARE UNABLE TO DELIVER TO PO BOXES.

OUR RETURNS POLICY

You can return any item within 30 days of receipt for a refund of that item or to exchange it for a different size or colour. In all cases, the items returned must be in their original condition, which includes any packaging.

The goods are your responsibility until they reach our Warehouse. Please ensure you package your return to prevent any damage to the items or boxes. We are not responsible for any items that are returned to us in error.

HOW DO I RETURN AN EXISTING ITEM?

Since your satisfaction is a priority we know it is sometimes necessary to exchange or return an item. You may return your purchase within 30 days of purchase for a refund or replacement. To process a return, please follow the steps below:

1. Complete the return section on the reverse of your order's paperwork.
2. Secure merchandise in original packaging if available and enclose the completed return form.
3. Return merchandise in "as new" condition.

You will receive your credit within 7-10 business days from receipt of the package at our Warehouse. Dispatching charges are not refundable.

Our Gourmet items, which are perishable food items, cannot be returned once opened.

MY RETURN WAS PROCESSED BUT I WASN'T REFUNDED MY DELIVERY CHARGE

We will usually refund you what you paid for the goods but not the delivery charge except in cases where the order was cancelled under the UK Distance Selling Regulations or the entire order was faulty.

I HAVE BEEN REFUNDED THE INCORRECT AMOUNT

We are very sorry if we have made a mistake on your refund. Please get in touch with our Customer Service Team on 0044 845 688 5115 who will try and sort it out for you as soon as possible.

The following may affect the amount you have been refunded:

The delivery charge, which would only be refunded under cancelled orders made under Distance Selling Regulations or if the goods are faulty.

HAVE YOU RECEIVED MY RETURNED GOODS?

As soon as your return has been processed by our warehouse, we'll process your request as a priority.

If you have returned your parcel using Recorded Delivery or another service that can be tracked, please give us the reference number when you contact us.

I RETURNED AN ITEM AND IT WAS INCORRECTLY REFUNDED OR REPLACED

We are really sorry if we made a mistake when processing your request!

If you were expecting a replacement and got a refund instead, this maybe because we were unable to exchange the item for what you wanted. In this instance we would automatically issue you with a refund so you have the choice to purchase whatever goods you want instead.

If you were expecting a refund and we sent you replacement goods, please get in touch with our Customer Service Team so we can sort it out for you.

I HAVE LOST MY RETURNS NOTE

Please contact our Customer Care Team on 0044 845 688 5115, or e-mail us at service@guinnesswebstore.co.uk for advice and assistance.

HOW DO I SEARCH FOR A PRODUCT?

There are a number of ways you can search for a product until you find exactly what you're looking for.

The most relaxing way to shop with us is to browse through the categories at the top of the web-page and then refine what you are looking for by clicking on each section, spilt into either product types.

Alternatively, if you know exactly what you want, just type in the product or brand into our search facility [top right of the Website] and we will display everything related to your specific search.

Once you have found what you want, click 'add to cart, and when you're done shopping, follow the on screen instructions to fill in your payment and delivery details.

DO I NEED TO CREATE AN ACCOUNT TO SHOP WITH YOU?

Setting up an account will allow you to order without having to fill in your details every time you shop with us, and will give you benefits such as order tracking, regular newsletters, and exclusive discounts and special offers.

You can sign up right now, or you can start shopping straight away and set your account up when you check out, whichever suits you best.

Just follow the easy steps on screen and remember to have your payment and address details to hand.

DO YOU HAVE A SIZE GUIDE?

We never want to send you something that doesn't fit properly.

Each product will have a size guide for measurements, fitting tips, washing tips - everything to make sure it fits perfectly and stays looking great.

CAN YOU GIVE ME MORE INFORMATION ON A PRODUCT?

We try to publish as much useful information as we can about all our products, to help you buy the things that will suit you best.

The product page for every item includes sizing, a detailed description, care instructions, and most importantly, plenty of images.

If there is any further information you feel we need to put on there to help you, just let us know what information you'd like to see and we'll do our best to include it.

HOW DO I PAY FOR MY ORDER?

We like to give you plenty of payment options, so you can use any of the cards listed below. We also take security very seriously indeed, so your details will be safe with us.

All credit and debit card holders are subject to validation and authorisation by both us and the card issuer, to maintain security and prevent fraud.

WHAT CURRENCIES CAN I USE?

Presently we charge only in GBP Pounds Sterling. We hope to start charging in Euros in 2012.

WHEN WILL I BE CHARGED?

If your card is approved, payment will be taken once the order is shipped. You will receive an email confirming that your order has been successful.

If your card is not authorised, payment will not be taken. We will advise you of this and the order will stay as a pending order. We can only suggest at this point that you contact your card provider.

Don't despair at this stage, because there may still be something simple that can be done to get the payment authorised. Please remember that even if a payment is not authorised, some card issuers may still reserve the money, meaning you can't use it for a short period.

HOW DO I CHANGE DETAILS ON MY GUINNESS WEBSTORE ACCOUNT?

Once you have signed up, you'll be able to log into My Account anytime you want. This is where you go if you want to change your password, email address, delivery information and card details.

If you haven't visited us in a while, it's worth checking My Account to make sure all your details are up to date.

I HAVE A DISCOUNT CODE, HOW DO I USE IT?

Make sure you type your code in the Promotion Code box when you check out, and hit update to apply it to your order.

If it is not applied at this point, we can't apply it to the same order later on (though you might be able to use it on a subsequent order).

• Please note only one discount offer can be used per order.
• Please always check further terms and conditions supplied with the code.

CAN I AMEND OR CANCEL MY ORDER?

Unfortunately we are unable to amend an order once it has been submitted; this includes changing the size/colour of an item, removing an item, changing the delivery address or any payment methods.

However you can cancel an order if the order has not been flagged for dispatch.

To cancel your order, please contact our Customer Service team as soon as possible with your order number. If the order has not been dispatched the order can be cancelled and your credit card will not be charged.

If it has been dispatched the order will have to be treated as a Return, so you must go through the Returns policy. Our Customer Service Team can help you with this.

WILL AN ITEM BE RESTOCKED?

We generally don’t tend to restock items again as we like to offer you new exciting products regularly and keep up with all the latest trends!

If you need something in a hurry, we've probably got similar items in stock, so you could always try our search engine, then using the 'Refine' facility on the left hand side.

If you haven't given up hope on this item you may want to keep a look out for it on the site in case we do decide to re-stock it again or someone has recently purchased it and decided it wasn't suitable then returned it!

If there is anything else you want to know about a product, then contact our customer service team.

I AM HAVING TROUBLE WITH MY SHOPPING BASKET

Any item you add to your shopping bag will be reserved for you as long as you remain logged into that particular session.

After this time, items will be removed from your basket and other customers will be able to buy them.

If you are still having problems, try deleting the cookies on your PC. All you need to do is go to the 'Tools' tab on your internet browser, select 'Internet Options', then choose 'Delete Cookies' and hit OK.

I CAN'T SIGN INTO MY ACCOUNT

When you want to shop with us or access your account, we ask you to sign in. If you find that your email address or password is not recognised, please make sure you are using the same email address and password that you used when you registered with us.

If you can't remember your password, just type your email address in to the 'Forgotten your Password' box on the sign-in page, and we'll remind you what your password is.

You can change your password, main email address or any of your other details at any time just by signing in to My Account.

I STILL CAN'T SIGN INTO MY ACCOUNT/EMPTY SHOPPING BAG

Should you still be having problems logging into your account, or experiencing trouble with your shopping bag, then you may need to delete your cookies. Please note that if you have items in your cart, please make a note of the product name/code as deleting your cookies could clear this history.

If you are still having problems then please click here to contact our customer service team.

IS IT SAFE TO ORDER ONLINE?

We utilise industry-standard Secure Sockets Layer (SSL) technology to allow for the encryption of potentially sensitive information such as your name, address and other critically sensitive information like your credit card details. Information passed between your computer and our website cannot be read in the event someone else intercepts it. This technology includes the following features:

• Authentication - this assures your browser that your data is being sent to the correct computer server, and that the server is secure
• Encryption - this encodes the data, so that it cannot be read by anyone other than the secure server
• Data Integrity - this checks the data being transferred to ensure it has not been altered

MY PAYMENT HAS BEEN DECLINED

Don't worry – This can happen for a number of reasons.

Try checking the details in your Guinnesswebstore.co.uk account to ensure that the card details such as the start date and card type are correct and your billing address is the same one the card is registered to.

If the problem persists, enter the details of another card and try that.

If you feel you aren't getting anywhere then contact our Customer Care Team who will try to advise you further.

I HAVE SEEN A PRODUCT BUT IT NO LONGER SEEMS TO BE IN STOCK

We know how frustrating it can be when you have your heart set on an item and you go to buy it but it's out of stock.

However, some of our most popular products will run out very quickly so you do need to be quick and get it before someone else does.

Try browsing through our departments at the top of the webpage, and then refine the type of item you are looking for by clicking on each of the sub-sections.

Alternatively, you can type in the product or brand into our search facility [top right of the Website] and we will find you everything related to your specific search.

I AM HAVING GENERAL PROBLEMS ACCESSING OR BUYING FROM YOUR WEBSITE

If you are having any other problems, we recommend you make sure you have the latest updates and patches installed on your machines operating system. Your Operating system will prompt you to update from time to time. Simply agree to these updates and you will be updated in seconds.

If you are still having problems, get in touch with our Customer Service Team, who will be able to help you. To help us solve the issue for you, please include as many of the following details as possible:

• Your Operating System (e.g. Windows 7, Vista, XP, Mac OS X)
• Internet Browser (Internet Explorer 7, Firefox, Safari)
• What URL you were trying to access (e.g. http://www.guinness-webstore.com/contact.asp)
• What time the problem occurred
• Please cut and paste into the email any error message that appeared on the screen